This Schedule forms part of the Cloud Master Services Agreement and describes management and administration services we provide for your Cloud environment. Some responsibilities always apply at the platform level; others are additional options that only apply if purchased.

Additional management and administration services only apply if they are included in your Order or a separate Statement of Work.

1. Operating system and platform management

1A. Platform-level management (always included)

We will always manage and maintain the underlying Cloud Platform used to deliver Cultrix Hosting and the Virtual Tin Remote Desktop Platform. This includes:

  • applying operating system and security patches to platform servers that host shared web hosting and Remote Desktop environments;
  • maintaining Active Directory and core identity services for Remote Desktop environments;
  • monitoring platform health, capacity and availability; and
  • co-ordinating patching and maintenance windows with upstream suppliers (including Virtual Tin) where required.

Platform-level management is not optional and cannot be self-managed. Customers do not receive root-level access to shared platform servers.

1B. Self-managed shared hosting accounts (cPanel-level access)

If you use the Cultrix Hosting Platform in a shared hosting environment without purchasing Hosting Management and Support, your hosting account is considered self-managed.

Self-managed shared hosting includes:

  • access to the cPanel interface for day-to-day administration of your websites, mailboxes and related settings;
  • jailed shell (SSH) access restricted to your account; and
  • resource and security isolation enforced by CloudLinux (or similar technologies).

In self-managed shared hosting we will only:

  • unblock your connection if your IP becomes blocked by the firewall; and
  • reset your hosting account password on request.

All other administration — including website configuration, DNS changes, mail routing, software updates, performance tuning, troubleshooting and backups — is your responsibility unless Hosting Management and Support is explicitly included in your Order.

Root-level and WHM access are not provided on shared hosting servers. These functions remain under Cultrix control to protect platform security and tenant isolation.

1C. Dedicated web servers (single-tenant environments)

If you use a dedicated web server provisioned by Cultrix, the server is dedicated exclusively to your organisation. In these environments:

  • we manage and patch the underlying operating system, CloudLinux/AlmaLinux layer and security modules;
  • you may be granted WHM access to administer accounts, domains, mail routing and related services; and
  • we will agree in your Order whether the server is fully managed by Cultrix or partially self-managed by you at WHM level.

Root-level access is not granted unless explicitly agreed and assessed as safe, as this can bypass platform safeguards.

1D. Customer workload OS management (where purchased)

  1. Where OS management is included for customer-specific virtual machines or workloads, we will:
    • apply operating system updates and security patches to in-scope virtual machines on an agreed schedule;
    • monitor Windows or Linux service health for key roles (for example domain controllers, file servers);
    • perform basic OS-level troubleshooting (for example disk space, event log review); and
    • log and remediate incidents relating to OS stability where reasonably possible.
  2. You must:
    • inform us of any applications that have known compatibility issues with updates; and
    • test and validate critical application functionality after patch cycles where needed.

2. User and group administration

  1. Where user and group administration is included, we may:
    • create, modify and disable user accounts in your cloud environment (for example Active Directory or similar);
    • assign users to security groups or roles based on your instructions; and
    • manage standard access requests via agreed workflows.
  2. You remain responsible for:
    • authorising user and access changes;
    • ensuring changes align with your internal policies (for example joiners, movers, leavers); and
    • reviewing user access on a regular basis for appropriateness.

User and group administration is always included for tenants hosted on the Virtual Tin Remote Desktop Platform, as these environments rely on tightly controlled Active Directory management.

3. Capacity, configuration changes and scaling

  1. Where capacity and configuration management is included, we may:
    • recommend changes to CPU, RAM or storage allocations based on observed usage;
    • implement agreed resource changes within the Cloud Platform;
    • assist with non-disruptive maintenance windows for resource adjustments where required; and
    • advise on cost/benefit of different sizing options for your workloads.
  2. Recurring or large-scale changes (for example major re-platforming or multiple system migrations) may be treated as separate projects and charged accordingly.

4. Onboarding and offboarding

  1. We may assist with:
    • onboarding new workloads or tenants into the Cloud Platform;
    • documenting standard patterns for new servers or applications; and
    • offboarding workloads or tenants in an orderly way when you leave the service.
  2. Where significant work is required (for example rebuilding or refactoring applications, complex data migrations), this will normally be scoped and delivered as a project.

5. Exclusions

  1. Unless explicitly included in your Order, this Schedule does not cover:
    • ongoing management of third-party SaaS platforms outside the Cloud Platform;
    • full identity lifecycle management across all of your systems; or
    • major transformation projects or complex multi-cloud designs.
    • management or patching of systems you have chosen to self-manage (for example self-managed hosting accounts or customer-owned private cloud), except where we agree otherwise in writing;
  2. We are not responsible for management of systems or services that you or another provider manage directly, unless we agree otherwise in writing.